| Summary: | 碩士 === 國立勤益科技大學 === 研發科技與資訊管理研究所 === 102 === With the booming 3C industry in recent years, numerous technological and electrical manufactures have been built worldwide. However, the speed of investing in purchasing new machinery equipment in the factories has gradually slow down. Most machines have now reached the stage of repairing maintenance and the dealing of daily malfunction situations, among which, the usage of robot takes up the largest proportion. Despite the difference in the manufacturing processes, the robot takes most parts in manufacturing and transporting processes, which accounts for an important factor that affects the development of the enterprise. This study aims for exploring the service areas where improvements are needed, when using the robot to do the maintenance through the Kano model. It was done in order to raise the customer satisfactory level and therefore, increase the company growth and business directions.
The purpose of this study was to use the PZB service quality model - "SERVQUAL" Scale to create the questionnaire in order to measure the robot maintenance service quality. Through two research methods, the Kano model and IPA, were used to identify the areas where robot maintenance quality improvements are needed. This was done to raise customer satisfaction.
The Kano-IPA cross pattern analysis was used on the questionnaire of raising the robot maintenance service quality. Out of 22 service quality, there were four items belonged to the fourth quadrant, “Immediate improvement needed”. Based on the level of importance, first one was [Regular report to the client on the periodically maintenance progress]. The second one was [Thorough service explanation by the maintenance personnel] The third one was [Good filing archive on robot maintenance-related information]. The last one was [Always show great willingness on providing customer service].
This study offers not only the reference to the robot making manufacturers, but it also raises up customer satisfaction. It is used for the product to stay competitive in the market through using this maintenance service quality improvement procedure.
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